Senior Support Technician resolving complex IT issues for diverse businesses. Collaborating with L1 technicians and leading technical projects for IT management services.
Responsibilities
Proactively monitor, maintain, and optimize client systems using RMM tools
Resolve complex issues involving Microsoft 365 administration, Windows Server, Azure AD, and networking
Contribute to and occasionally lead technical projects such as Microsoft 365 migrations and server upgrades
Provide guidance and mentorship to L1 technicians
Maintain accurate documentation within the PSA and knowledge base
Requirements
3–5+ years of MSP experience in a technical support role
Strong understanding of Microsoft 365, Azure AD/Entra, Windows Server, and networking
Experience with RMM/PSA platforms (ConnectWise etc.)
Hands-on experience with common MSP tools (backup, EDR, email security)
Strong troubleshooting methodology and ability to work independently
Excellent customer service, communication, and time management skills
Certifications: Microsoft (AZ-900, MS-900, MD-102), CompTIA Network+ / Security+, Firewall certifications, ITIL Foundation
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